Bad service

I've paid off my vehicle in fully and waiting on my natis papers for almost a month and after I made the payments I phoned ABSA to find out if there is still money outstanding the Lady who helped me said no and that my car is paid in full and 2 weeks after that I phoned her again then she told me that I still owe R 28 000 on my vehicle... I need answers please I need my natis papers